In this video, @Santosh Bhandari discusses a new feature "CX Cloud media helper alert for failed calls" Administrators can help agents quickly identify when a required media helper is not running in CX Cloud. When Genesys Cloud is configured to require a media helper for WebRTC voice...
In this video, @Brian Feeney discusses a new feature "Journey Management improves support for ad-hoc journey analysis" Administrators can now use an increased out-of-the-box query limit and view a counter for concurrent queries in Journey Management. The query limit has increased from 15 to...
In this video, @John Sunder discusses a new feature "Genesys Agent Copilot expansion to social and digital messaging channels" Administrators can now enable Genesys Agent Copilot features across Facebook, Instagram, X (Twitter), Open Messaging, Open Social, and Google Business Profile for...
In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Configurable error handling for agentic virtual agents" Agentic virtual agents (AVA) now support configurable error handling for tool execution failures. Users can define custom strategies such as retries, fallback paths, or...
In this video, @Christopher Visick discusses a new feature "Introducing Content Exploration view" Business analysts can now use the Content Exploration view to visualize and explore transcript data, helping them better understand customer and agent interactions. This feature provides...
In this video @Guru Prasadh Jeevan Rao talks about the new feature within topics and using Ai to generate new phrases Administrators can now use AI to generate suggested topic phrases based on a topic’s name, description, dialect, and any existing phrases. This feature helps...
In this video, @Brian Feeney discusses a new feature "Message parking for Genesys Cloud" Agents can now park and resume message conversations, including social DMs, open messaging, web messaging, and SMS, for a configurable duration (default: 7 days). Supervisors can view and transfer...
In this video @Stalin Singh discusses a new feature "Generate schedules using minimum coverage" Administrators can now use the minimum coverage option in Workforce Management schedule generation to create shifts that meet user-defined minimum staffing levels. This option supports situations...
In this video, @Hiroyuki Sato discusses a new feature "Improved Operational Console user interface " Administrators can now group and expand operational events in the Operational Console for easier navigation and troubleshooting. An optional grouped view organizes events by Event Definition...
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